Coronavirus information for our customers and visitors

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice.

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Chorus Homes is carefully monitoring the UK Government’s spring 2021 roadmap out of lockdown and the latest advice from the NHS. As restrictions are lifted over the next few months, we will start to provide more and more services. We would like to reassure everyone that as this happens, the safety of customers and colleagues remains our priority. 

This page has been developed to help customers quickly find out about how services are restarting. We have also developed a set of frequently asked questions, which gives more information about our services.

Guidance for resident customers

Repairs

Chorus Homes’ non-emergency repairs service has re-opened. To report a repair online please visit our report a repair page. You can also call 0345 266 9760.

Call waiting times

Our customer service centre is currently experiencing a high number of calls and we expect this to continue over the next few weeks. As a result, it may take longer than usual to speak to someone. We’d like to apologise for any inconvenience this may cause and thank customers for their patience. 

Gas safety, electrical checks and other essential visits

All gas, electrical servicing, and compliance checks in our properties will continue as part of our normal safety testing programme. These services help keep you, your home, and your neighbours safe. Places for People is also visiting properties as part of a stock condition survey throughout 2021, which will require access to your home. Our neighbourhood teams will also begin visiting more homes as restrictions are lifted.

If you are isolating, we can delay visits, although you must let us know as soon as we can visit again.

Property lettings

We are letting homes and our teams are using new COVID safe ways of working. All parts of the lettings process are now done in contactless ways to make your move as safe as possible and reduce the spread of coronavirus.

Keeping you and your home safe

If we need to visit your home for a repair or provide a service, we will ask additional questions to safeguard you and our colleagues. If someone in your household is self-isolating or has tested positive for the virus, we will only carry out emergency work in certain circumstances.

Teams have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. Our colleagues have anti-bacterial wipes for the surfaces they need to touch. They will ask you to follow social distancing guidelines and stand at a safe distance away, or in another room. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

All trades operatives will show you identification when they visit. Please check this before they enter your home. Once you are satisfied you can leave our colleague or contractor to carry out their work. When the appointment or work is completed, they will let you know they have finished. If necessary, they will see themselves out.

Meeting our service standards

Restarting services as restrictions are eased may have an impact on the availability of our colleagues and the level of service we can provide. As a result, we may not be able to meet some of our customer service standards. We apologise if this is the case and are working hard to keep levels of service high. 

Guidance for customers living in Retirement Living services

Restrictions will begin to change for customers living in Retirement Living services. We will write to customers about easing restrictions and what it means for services they receive. 

Until restrictions are lifted entirely, please remember that each individual home/apartment is considered an individual household. The whole service is not considered to be one household. Social distancing guidance should always be followed unless you are meeting with people from within your support bubble.

When communal lounges are re-opened they will be for customers use only. Where access is only available to communal outdoor space through a communal lounge this too can be used by customers only. Signs on noticeboards and on communal lounge doors give more information about when communal lounges will re-open and how to use them safely.  

Staying safe near your home

Colleagues will continue to wear face coverings while in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

We ask you to wear a face-covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems, we will work with you to put a suitable plan in place.

How to get coronavirus support as a clinically extremely vulnerable person

If you are clinically extremely vulnerable, you will previously have received a letter from the NHS or from your GP telling you this. You may have been advised to shield in the past.

You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

If you are unable to access the essential goods and services that you need and if you have any problems, please contact us and we will work with you to put a suitable plan in place.

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to visit our Guidance for customers with financial concerns page for more information about the support that is available.

We are committed to help prevent our customers falling into debt and we will continue to provide support and guidance to customers who may be having trouble in paying their rent.

We are unable to offer rent breaks, however we will work with each customer on a case-by-case basis to agree an affordable repayment plan. The support we can offer will be dependent on individual circumstances, but we promise that we will assess your case fairly and sympathetically.

Supporting your mental health

If you are worried about your own or someone else’s mental health at this time you can find information, help and support here.

More information about coronavirus

The Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information.

We hope you and your families stay safe and well. Thank you for your continued support.